Summary
Overview
Work History
Education
Skills
Languages
Hobbies
Timeline
Generic

Margo Wildschutt

CUSTOMER SERVICE COORDINATOR
Cape Town

Summary

I am a disciplined and hardworking individual who thrives on challenges and consistently remains motivated, conscientious, and reliable. My ability to cope well under pressure is one of my strengths, as I see demanding situations as opportunities for growth. With strong communication and teamwork abilities, I am equipped to collaborate effectively and contribute positively to any professional environment. Proven track record in enhancing customer service delivery, expertise in Customer Relationship Management (CRM) and project administration. Excelled in fostering client relations and streamlining payment processes, achieving significant improvements in customer satisfaction and operational workflows. Skilled in communication and time management, consistently meeting critical deadlines.

Overview

29
29
years of professional experience

Work History

Customer Service Coordinator, Sales

PetroSA
03.2012 - Current
  • Coordinate and perform the execution of customer orders by capturing orders, amending orders, allocating/reconciling customer payments (in conjunction with treasury and accounts receivable), and releasing orders to ensure that the customer receives the product ordered accurately, efficiently, and in a timely manner.
  • Coordinate, perform, and maintain the customer relationship management process for internal and external customers by ensuring all customer disputes, queries, complaints, general customer dissatisfaction, and information requests are actioned in a timely manner to ensure a quality customer service experience.
  • Maintain all customer relationship management (CRM) systems by ensuring customer details are accurately captured and maintained in the applicable systems.
  • Identify risks and update the Customer Service Manager to ensure that all potential risks are identified and mitigated accordingly in a timely manner.
  • Adhere and comply with all divisional and departmental policies, procedures, and work practices in compliance with PetroSA's policies, procedures, work practices, and all applicable legislation to ensure efficient and effective service delivery.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Maintained accurate records of customer interactions, tracking trends and identifying opportunities for improvement.
  • Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
  • Mentored junior team members, fostering a positive work environment and boosting overall team performance.
  • Coordinated logistics for customer orders.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Developed relationships with key clients, fostering loyalty and repeat business through personalized attention and support.
  • Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
  • Streamlined communication channels for increased efficiency and better customer service experience.
  • Provided backup support for sales teams during peak periods or staff shortages, maintaining seamless continuity of service levels for clients.
  • Leveraged strong product knowledge to educate customers about available options and assist them in making informed purchasing decisions.
  • Collaborated with cross-functional teams to identify areas of improvement and implement effective solutions.
  • Conducted regular quality assurance checks on customer service interactions, providing constructive feedback to team members as needed.
  • Assisted in the development of training materials for new hires, streamlining onboarding processes and reducing time-to-productivity ratios.

Project Administrator

PetroSA
Cape Town
05.2007 - 02.2012
  • Provide general administrative services to the project team (minute taking, document approvals, leave scheduling, following up on action points, getting documents signed) to maintain an optimally functioning office environment.
  • Review and respond to all office correspondence (diary requests, letters, emails, telephone calls), and compile outward bound communication to facilitate informed communication within the Department and stakeholders.
  • Complete and coordinate all (local and international) travel arrangements to ensure employee traveling requirements are completed, and that all travel arrangements are made and expense claims are processed according to PetroSA travel policy and procedures.
  • Organize and coordinate all project-related meetings, functions, and events from conception to completion to ensure events take place on the required date and according to customer requirements.
  • Track and reconcile project expenditure against project budgets.
  • Soft skills training to new staff and refreshers.
  • Process and record all relevant training information. Coordinate training venues and equipment. Support the Project Team in managing section costs against the approved budget. Collaborate with team members in meeting project objectives, on time, on target. Ensure that all approved policies, procedures, and processes are implemented and followed. Planning and coordination.
  • Tracking financial aspects of the program, including accounting, budgeting, invoice processing, etc.
  • Support scheduling, preparation, and record-keeping for all project meetings. Support Program Manager in preparing/updating status reports/presentations to management, including reconciliation with financial accounting statements and variance analysis.
  • Maintained accurate records of all project-related expenses to facilitate budget tracking and financial reporting.
  • Organized critical documentation for easy access and retrieval, increasing team productivity.
  • Established strong relationships with internal departments such as finance and procurement for smooth collaboration in meeting project requirements.
  • Assisted in the preparation of final project reports and presentations through thorough analysis of quantitative data and qualitative feedback.

Account Payable Administrator

PetroSA
02.2003 - 04.2007
  • Capturing invoices for payment, monthly reconciliations of customer accounts. Explain and train internal customers on the process flow of loading, capturing, and invoicing. Payment runs, cash flow. Resolve customer queries.
  • Communicated with other departments to verify purchases.
  • Supported annual audits by providing comprehensive documentation and assisting auditors with inquiries related to accounts payable transactions.
  • Implemented a paperless filing system, reducing physical storage needs and increasing document accessibility.
  • Reconciled vendor statements monthly, identifying errors and resolving discrepancies promptly.
  • Reconciled invoices and purchase orders and updated databases accordingly.
  • Prepared weekly check runs for approved invoices, delivering accurate payments to vendors on time.
  • Trained new team members on accounts payable processes, improving department efficiency.
  • Processed invoices and journal entries with efficiency and accuracy, resulting in decreased discrepancies.
  • Matched purchase orders with invoices and recorded necessary information.

Administrative Clerk

SIGMA HEALTH FUND MANAGERS
01.1998 - 01.2003
  • Processing of special payments to doctors, hospitals. Prepare medical and dental advisor cases for approval. Prepare and motivate ex-gratia cases (financial assistance to customers if medical aid is depleted).
  • General admin duties.
  • Maintained organized filing systems for accounting records, ensuring easy access to crucial financial information when needed.
  • Collaborated with other accounting clerks to maintain a cohesive and supportive work environment, fostering knowledge sharing and continuous improvement efforts.


Customer Service Clerk

Sanlam
01.1997 - 12.1998
  • Assist customers with medical aid queries.
  • Medical Advisor Cases, Dental Advisor Cases, Ex-gratia Cases, All Correspondence.
  • General admin duties.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Managed a high volume of calls and emails, ensuring timely responses and accurate information.

Customer Service Clerk

Medscheme
01.1996 - 12.1996
  • Assist customers with medical aid queries.
  • Medical Advisor Cases (Prepare special cases where approval is required by a Medical Advisor), Dental Advisor Cases (Prepare special cases where approval is required by a Medical Advisor), Ex-gratia Cases (Financial Assistance), All Correspondence
  • General Admin Duties.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Balanced multiple tasks simultaneously while maintaining composure under pressure during peak hours or challenging situations.
  • Maintained up-to-date knowledge of company policies, procedures, and products to better serve customers.

Education

National Diploma Office Administration - Business

Cape Peninsula University of Technology
Cape Town, South Africa
04.2001 -

High School Diploma -

Elsies River High School
Cape Town, South Africa
04.2001 -

Skills

Languages

English
Bilingual or Proficient (C2)
Dutch
Intermediate (B1)

Hobbies

  • Reading
  • Hiking
  • Sport
  • Outdoors
  • Music

Timeline

Customer Service Coordinator, Sales

PetroSA
03.2012 - Current

Project Administrator

PetroSA
05.2007 - 02.2012

Account Payable Administrator

PetroSA
02.2003 - 04.2007

National Diploma Office Administration - Business

Cape Peninsula University of Technology
04.2001 -

High School Diploma -

Elsies River High School
04.2001 -

Administrative Clerk

SIGMA HEALTH FUND MANAGERS
01.1998 - 01.2003

Customer Service Clerk

Sanlam
01.1997 - 12.1998

Customer Service Clerk

Medscheme
01.1996 - 12.1996

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Margo WildschuttCUSTOMER SERVICE COORDINATOR